Marriott hotels decide whether to honor Bonvoy elite benefits. If they choose not to, you can complain to Marriott. And usually the most they’ll do is refer you to the hotel, who will tell you to pound sand. One guest wasn’t going to accept that.
In my experience, Marriott customer service will make excuses for why whatever the hotel tells you is right.
Here’s a Marriott that says guaranteed late checkout doesn’t apply when they’re full.
Fairfield Inn in Dover, DE. Room cleanliness is a 4/10 and is over $400/night this weekend. I would describe this location and overall experience as sad. Lots of hair in the shower.
Overall is one step above motel quality. No housekeeping for a two night stay, but the “feel free to use this envelope for housekeeping tips” on the desk.
Instead of enforcing benefits like upgrades, Marriott took away their promise that elites would be upgraded to the best room at check-in. Hotels can still upgrade to suites, but if they don’t they aren’t doing anything wrong under the rules. They no longer need to play games like not cleaning suites until they’re booked for cash so that they technically aren’t ‘available’ when you check in.
Marriott has a cash guarantee that hotels will provide promised benefits, but since they also (1) come up with rationalizations for whatever a hotel chooses to do, program terms notwithstanding, and (2) defer to the hotel to manage responses to complaints, the guarantee can be hard to successfully claim in practice.
One customer shares their journey successfully claiming the money after a stay at the Marriott El Paso. The property refused to honor the elite choice of breakfast for two or 750 Bonvoy points – they claimed what they choose to offer is up to them.
- The hotels’s lounge was closed. They declared eligible elite guests would receive 750 points instead, and offering breakfast was “at the hotel’s discretion.” They chose not to do so. Here’s what the terms say, and note that this is separate from the choice benefit at check-in that should be offered as well.
When a Participating Property’s Lounge is closed, or property does not have a Lounge or approved alternative, the property will offer a daily continental breakfast in the restaurant for the Member plus one (1) guest, or Member can choose 750 Points per night of Stay.
- Complaining to Marriott, the guest got a response that the hotel was correct (!). Marriott contacted the hotel, which told them no breakfast was offered, and that was the chain’s final word on the matter.
- Complaining again, they found an agent who understood that the hotel wasn’t following program terms and opened a ‘case’.
I tried again and this second agent confirmed it is the guests’s choice. They asked to speak with the front desk. With the agent’s directive, I tried passing the phone to the front desk, who refused the call and said they were helping guests (This is after I’d lined up and waited to speak with them). I had put the phone on speakerphone and confirmed with corporate that the property staff is refusing to talk to corporate. A different associate overheard, ran over, and took the call.
- The case was closed concluding that the benefit was up to the hotel’s discretion. The guest re-opened the case.
- The case was closed again two days later, because the hotel denied the claim. he guest re-opened the case.
- Marriott responded that hotels honoring program terms is always ‘subject to availability.’ That is not what the terms say.
The complimentary breakfast benefit is at times unavailable. This benefit is subject to property participation. Some Marriott hotels do not participate in this benefit, do not offer a complimentary breakfast and do not have a concierge lounge.
- The hotel closed the case seven times generally without any response.
- Ultimately the hotel claimed that (1) they decide what benefits to offer; (2) they are a non-participating property and exempt from program terms [the terms specify what properties are non-participating and this one is not included]; (3) the hotel has no restaurant serving breakfast [false, and their restaurant is advertised on their website and in the Marriott app]; (4) a cloused lounge waives requirements; (5) they actually did offer breakfast but the guest chose points.
Credit: Marriott El Paso
After several weeks the hotel agreed to pay out the $100 – seemingly because the cost to them to keep closing the claim was becoming greater than $100. And when they agreed to pay they maintained they still weren’t required to do so, because they paid out the points and that’s all the guest was entitled to. Marriott El Paso, by the way, is owned by Columbia Sussex which has mostly mostly Marriott-branded properties in its portfolio.
Here’s what the terms say about the $100 cash guarantee, specifically for failing to honor the choice of benefits when a lounge is closed at a Marriott-branded property:
Pursuant to section 4.1.c., if Lounge Access (or alternatives or exceptions as outlined above) is not available, Platinum Elite Members will be compensated $100 U.S. dollars for the inconvenience. Participating Properties outside the United States will pay the equivalent in local currency. This guarantee is offered at the following brands: JW Marriott, Marriott Hotels, Delta Hotels, Autograph Collection Hotels and Renaissance Hotels.
Was it worth all this effort? Probably not for the $100. But it’s probably worth it for the subjective, psychic value gained vindicating the principle. And hotels will only honor program terms if enough guests take it so far. Here’s how the guest explained their decision to pursue the guarantee,
If you think this is excessive for some reheated eggs and overcooked sausage, you’re not wrong. But after a string of late checkout denials, housekeeping trying to barge in at 8 AM, barrage of garbage destination fees, [Nightly Upgrade Awards] never clearing paired with offered “discount upgrades” at check-in, and even stays with no hot water – it just adds up.
Credit: Marriott El Paso
The problem, since Marriott corporate sides with hotels and doesn’t champion guests, is that very few guests will go through more than $100 effort to claim $100 in compensation (and fewer still even know about the $100 guarantee at play here). Learning about the benefit and pursuing it is too costly a process. It amazes me we haven’t seen a class action lawsuit here.
Marriott’s CEO says they’ll put ‘net rooms growth’ on his tombstone and the strategy to accomplish this is making branding with Marriott easy for owners. Enforcing program terms on behalf of guests (who are not Marriott’s customers!) would run counter to this goal in the short term. Instead, the chain tries to make Bonvoy as inexpensive for owners as possible. Remember, you still pay resort and destination fees when redeeming rooms with points – something that Hilton and Hyatt do not do. It’s more money to the hotel, and less cost to the program.
In the long run, of course, failing to deliver a consistent guest experience – what Marriott used to be known for, prior to acquiring Starwood and launching the Bonvoy program – means that guests will no longer trust what they’re getting. The brand won’t stand for anything, and customers won’t start their planning at Marriott channels. When Marriott’s brand no longer delivers guests to owners, the chain will have nothing of value to offer to those owners and their business goes to zero.
“It amazes me we haven’t seen a class action lawsuit here.”
Where are the trial lawyers?
And where are the shareholders or the analysts on earning calls?
Marriott used to be my first choice but is now a distant third. My issue? The absurd roundabout way of searching for wheelchair accessible rooms. First, you have to select the room category. Then, you select the type of accessibility accommodation you need, and then you get to see if it’s available. If not, go to step one and start over. You have to do this for each combo of room category (2 queen, one king, jr. suite, suite, etc.) and accommodation (roll in shower, tub, etc.). Time wasting to say the least. At Hilton and Hyatt, you simply choose accessible room as a filter on the initial search. Oh, and I will also add their complete and utter failure to make mobile check in useful. Never have I gotten a digital key and gone straight to my room. It’s as if I never did mobile check in and they need everything all over again at the front desk. Always.
This guy has too much time on his hands. Frankly I wouldn’t complain once (I am lifetime Titanium but not a “Karen” and accept the facts things don’t always go my way).
Gary you seem so hung up on hotels that don’t deliver benefits you feel you are entitled to or cleanliness issues. Gets really boring and monotonous when you get on your soap boxes like this.
Gotta tell you that I used to value your blog but you are now way behind OMAAT and even TPG in the way of actual useful content. Dropping you soon so I don’t continue to be disappointed with your context.
Congratulations to Marriott! Working hard to become the new Hertz!!
Gary’s points about Marriott becoming useless is only really valid for savvy consumers that aren’t tied at the hip to the brand. Those with corporate or government contracts that tie them to Marriott will continue to suffer until those slow-moving bureaucracies do something about the perpetual state of being Bonvoyed.
I swear, a flatworm learns faster than some of you Marriott patrons.
Is there a worse hotel chain than Marriott? It seems they have the same problems over and over again and don’t seem to care whether any individual hotel enforces the rules or not.
“‘net rooms growth’ on his tombstone” Actually, that will be on the Marriott chain’s tombstone, as he continues to destroy the brand. A brand, once destroyed, takes decades to rebuild.
Once again proof of why my decision to NEVER use Marriott again is correct.
Why do people subject themselves to this?
There are many other hotels in this world.
@ AC
Since you are always defending the corporation against the reader, and telling us to stuff when we don’t get what we paid for, who is going to miss you?
I don’t really care about the money. at least I’d file a claim/a case that there was a hotel didn’t follow marriott’s policy for elite members.
Great that the hotel was named and I hope that all elite members avoid it in the future as I will.
Unfortunately in USA Marriott is far from my first choice. Probably third or fourth choice.
But in Europe and Asia I am quite happy with Marriott and never have a problem getting the stated benefits . So it is my first choice outside of USA and
Titanium for life and I don’t stay at Marriott anymore. Tired of dingy rooms and no benefits. Use Hyatt. Ow instead and while not perfect so much better
Bonvoyed again! This didn’t happen to use with SPG. Sorry Marriott, that’s why we abandoned you.
Just had this same issue at the Residence Inn Portland Pearl District. Thankfully after calling Marriott customer service the hotel relented and gave me my $50 for not offering a welcome gift choice on arrival. Still, seems this is a scam within the Marriott terms.
Arnie must be spinning. Marriott exec’s have really messed up his creation. Of course, Hilton’s no better. Not sure where to go?
@Aland: Arnie Sorenson was the one who started this trajectory.
Platinum for life, and I have a total of one stay with Marriott this year due to these very reasons. It’s psychological torture ….
Nice to see the little people win for once. I would have looked into filing a small claims court case.
Situations like this that show just how much Marriott despises their own loyal guests is why I generally stay away from them if there’s any reasonable alternative. I say that as a lifetime platinum.
The continued increases in points needed per night are making the FNC’s with the credit cards tougher to use and value. The 85k Ritz Carlton card FNC is challenging at best to use at a Ritz Carlton without topping off.
When they finally devalue the program enough that the free night certs from credit cards aren’t worth the annual fee…that’ll me time for me to cancel the cards. Seem to get closer every year.
I just cancelled the Citi AA Exec/Admiral’s Club card…tired of hearing excuses about AC lounges.
IMO, Gary does an *excellent* job. One may disagree with some of his points and/ or positions but there’s no denying a broken agreement, denied benefits when they have been offered, accepted, earned and conditions met.
As to cleanliness, that is a flat out non-starter, the absolute minimum standard of care for this type of business. If one has an issue with requiring clean sheets, clean towels, clean rooms and bathrooms you can save money and energy just sleeping in your car in a McDonald’s parking lot. End of problem.
@Jack the Ladd – He’ll still be around under one of his aliases like Retired Gambler. I don’t really mind that Gary allows people to comment whatever they’d like but if there was a way to stop these people from trying to make it look like their weird perspectives are more popular than they are by supporting themselves through aliases it would be awfully nice.
@AC, frankly you are a fool if you ok with fulfilling your side of a contractual obligation and then being told to pound sand.
More broadly, why anyone would make an effort to earn status with Marriott is beyond me.
So what chain would be one’s choice which has general availability in most parts of America ( my personal need) while being decent at enforcing brand standards?
I’ve been Hilton for years then switched to Marriott. A bit underwhelming, but haven’t looked at other options.
To those asking why people keep choosing Marriott: because unfortunately, a chain that promises certain elite benefits (guaranteed 4 pm checkout, breakfast, etc) but sometimes fails to deliver, is better than a chain that doesn’t promise them at all, or makes them subject to availability, or replaces them with a lowball F&B credit, etc.
Of course, Hyatt’s the best, but as to @IsaacM’s question, they unfortunately aren’t broadly available in most of America, so they’re not a good solution for a lot of frequent travelers. That means that sadly, if you need 4 pm checkout, Marriott’s the best you’ve got. If you don’t care about late checkout and are fine with a daily F&B credit instead of free breakfast (in US hotels), then Hilton might be your choice, as they seem decent at enforcing what brand standards they *do* have. IHG is probably less consistent about brand standards, and not as ‘nice’ overall, but their program does at least offer full hot restaurant breakfast for 2 as a welcome amenity choice for Diamond members, and supposedly 2 PM checkout subject to availability (but they ‘promise’ that one to *every* member, not just elites, so it’s far from guaranteed).
As for me, I tend to have flexibility when I travel, so I’ll continue using Hyatt as my #1, and Marriott as my backup, since that 4 PM checkout is important to me. But man, I wish there were better options. Imagine how much business, say, IHG could generate if they added guaranteed 4 PM checkout as a benefit for Diamond (and only Diamond) members, with relatively little increased cost (to them or the individual hotels). While they’re at it, add mandatory space-available standard 1-bedroom suite upgrades, and they could straight-up compete with Hyatt on benefits despite most of their US properties being old and/or basic Holiday Inns/Holiday Inn Expresses or, at most, Crowne Plazas (obviously breakfast wouldn’t apply at HIX, but you get my point).